Case Studies

Originally published in 2020, updated in 2025 The Challenge A leading fast-casual restaurant brand struggled with inconsistent execution of point-of-purchase (POP) displays across hundreds of locations. Key pain points included: Promotional materials displayed inconsistently or not at all. Uncertainty about which displays actually influenced customers. Missed opportunities to maximize visibility and upsell promotions at scale. […]

Discover how a nationwide QSR and beverage brand boosted soda fountain sales 36% with Confero’s mystery shopping and rewards program.

See how a national restaurant chain boosted menu rollout success with Confero’s contest-based mystery shopping and evaluation program.

How a regional grocery chain cut checkout delays with Confero’s mystery shopping—baseline data, root causes, and actions that boosted loyalty.

How Confero audited 2,000+ stores in 3 days—verifying rebranded POP and gift cards so a national campaign launched on time.

Alcohol and Tobacco Sales: Compliance with ID Laws In many cases, your business success may need to occur within a very regulated industry. Even with employee training, how do you evaluate if their every day customer interactions follow your training and the law? Each state and, even, each county can have differing laws pertaining to […]

Seasonal teams improved greet, upsell, and thank-you behaviors with Confero’s recognition-driven program—lifting performance to 86.4%.

How a U.S. airport used traveler research to redesign parking, add pre-booking, unify branding, and grow non-aeronautical revenue.

Mystery calling with scenarios and recordings helped a law firm improve intake professionalism, standards compliance, and coaching at scale.

Are the Correct Details Being Shared Over the Phone? A medical device manufacturer approached Confero about filling in the blanks on an important element of the company’s sales process. Essentially, they wanted to know are communications with healthcare services clear? Are the appropriate details being communicated well to prospective patients. This manufacturer needed details on […]

Pre-appointment Doctor Office Service Evaluations Needed When you run a medical practice, appointment setting at the doctors’ offices, wait times and friendliness are a vital part of your business model. A group of busy doctors’ offices wanted details on how associates sounded on the phone when setting appointments. Did they make the new patient feel welcome? […]

Physician Referrals and Patient Service Evaluation Needed Confero partnered with a New York hospital to gather information on it’s referral call center. How were call center associates in the referral call center meeting the hospital’s benchmarks? Evaluating the hospital’s physician referrals and patient service level was the goal. They hospital wanted to know if call […]

Competitive Analysis on Competing Brokerage Services? Confero was approached to provide head to head competitive shop analysis for a brokerage services firm. A national online brokerage firm was interested in comparing their customer service to their competitor’s service levels. In particular, they wanted to compare their telephone hold times, account servicing and selling skills with […]

How Would You Evaluate Bank Branches for Cross Selling & Referrals? If you had a bank, how would you evaluate your employees’ customer service? Especially, if you are interested in specific behaviors or customer service questions, how do you determine what your employees are saying to customers? Cross selling and referrals can be encouraged with […]

New Competitors Gained with Acquisition – How Compete? When a bank merger goes through and suddenly there is a whole new region of business there can be new regional challenges, too. Suddenly, there are new unfamiliar banks that may be your competition, right? Where do you start to evaluate what your competitive advantage is? What […]

Did You Know that Telephone Mystery Shopping can have Incentives & Rewards on a Budget? An automotive client recently approached Confero for ideas on how to manage reward phone calls to nationwide dealerships. And they had a finite budget for telephone mystery shops and rewards combined. Essentially, they were seeking telephone mystery shopping with incentives and […]

How a national oil change brand used mystery shopping to improve service, boost safety compliance, and reduce accidents—while cutting costs.

How Do You Check the Information Shared at Point of Purchase on at a Car Dealership? Confero was called to assist in testing the test at point of purchase and sales support for new products. An automaker had partnered with a credit card issuer. Certain dealerships were testing the new program and they were experiencing […]

Telephone mystery shops revealed real call content, lifting compliance from 73% to 90% with adaptable standards and targeted training.

Learn how a national food services provider improved campus dining service, quality, and consistency with Confero’s mystery shopping program.

Multi-touch admissions mystery shops revealed post-visit follow-up gaps; a 48-hour standard improved consistency and conversions.

In military stores, how do you evaluate associate product knowledge and handling returns? Confero can help. Research Target Acquired A military organization needed help with keeping tabs on customer service and conditions at its military base stores. Do store employees greet customers? When interacting with customers, do associates suggest add-on items? How does the staff […]

Multi-touch admissions mystery shops revealed post-visit follow-up gaps; a 48-hour standard improved consistency and conversions.

A tourism org measured staff friendliness and local recommendations across businesses—revealing training needs and lifting the visitor experience.

Discover how a nationwide sandwich chain streamlined customer experience feedback with Confero’s integrated reporting system.

Real-time, receipt-linked surveys and alerts helped a fast casual chain act on guest feedback quickly and improve store-level performance.

Multi-year, scenario-based phone shops benchmarked pricing, incentives, and care levels—driving smarter pricing and sales for a senior-living developer.

Airport mystery shopping exposed placement and upsell gaps, enabling mid-campaign fixes that protected a major product launch.

How a sandwich chain used Confero’s Compass to centralize comment cards, unite surveys with mystery shops, and act on CX faster—chain-wide.

Learn how a 38-branch bank improved service and sales with Confero’s tailored mystery shopping program, raising scores into the 90s.

See how a fast casual chain improved promotional consistency with Confero’s 3,900-location POP audit program.

Branded, on-the-spot gift cards and flexible operations lifted greet/upsell/thank-you behaviors from 26% to 86.4% across U.S./Canada parks.